Digital collective

SERVICE DESIGN COMMUNITY OF PRACTICE

Support

Resolve bugs and fixes for our digital services

Service level agreement

  • When a service goes live, we usually agree to provide ongoing tech support to the customer. This includes automated monitoring, updates and dev support for bugs and fixes.
  • Customers get in touch with us by raising a ticket on Let’s Go Direct, and signposting it for the Dev Ops team.
  • If a service goes down, we consider this an emergency and will aim to resolve the issue within 4 hours.
  • Usually we commit to fixing non-urgent issues within 5 working days. That’s 20 working days end to end from when a customer logs a ticket.

New feature requests

  • If the customer requests a new feature, which was not in the original specification, we ask them to add it to their backlog.

  • When the customer has enough items in their backlog that are important enough to warrant enough iteration, we begin the engagement cycle again

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